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- Tasks: Assist with customer enquiries, handle calls, emails, and manage payments.
- Company: Join Vets Now, a leader in emergency pet care across the UK.
- Benefits: Enjoy 7 weeks leave, birthday off, health plan, and discounts at retailers.
- Why this job: Make a real impact on pet owners while developing your customer service skills.
- Qualifications: Strong communication skills and experience in customer service are essential.
- Other info: Remote work with occasional travel to Dunfermline for team events.
The predicted salary is between 25291 - 25291 £ per year.
Remote (with travel required to Support Office in Dunfermline)
Salary – £25,291.50 plus benefits
About Vets Now
We are at the forefront of emergency and critical care, making a real difference to pet owners and saving the lives of pets each day. We provide cover to over 1000 vet practices and have over 60 emergency clinics and specialist referral hospitals across the UK. Vets Now are truly at the cutting edge of pet emergency services.
About the role
We are currently seeking an Enquiries Assistant to join our customer support team. Our support Office is based in Dunfermline where you will be required to attend for team days, project work and meetings. This is a full-time role, working Monday to Friday 9am to 5pm.
The successful candidate will work with a range of internal and external stakeholders on tasks such as:
- Answering incoming calls
- Responding to emails
- Replying to reviews via our online feedback platform
- Taking payments
- Processing refunds
- Setting up payment plans
- Complaint handling
- Other ad hoc administrative tasks
Key responsibilities
- Ensure all incoming contact is dealt with within our SLA guidelines
- Communicate effectively with others via telephone, email, website, social media and in writing
- Deal with more time-consuming queries from our clients and/or partner practices
- Use your strong administrative and prioritisation skills to maintain service levels and quality standards
- Ensure all written responses are dealt with timeously, professionally, on brand and with care and precision
- Log all communication on associated client record on Helix
- Take responsibility for incoming and outgoing client mail
- Organise the stationery requirements for the team
- Communicate clearly with both internal and external contacts, displaying excellent client care soft skills
- Work flexibly, on own initiative and as part of a team
- Deal with difficult calls, staying calm under pressure, using tact and diplomacy to resolve problems effectively
- Continually seek to improve customer service by identifying customer improvement opportunities
- Ensure compliance with GDPR during all communication
Skills and Experience
- Good working knowledge of Microsoft packages
- Proven experience with handling incoming telephone calls, particularly dealing with difficult calls
- Experience of written complaint communication is desirable
- Passion to deliver excellent customer service consistently
- Ability to display empathy with clients
- Attention to detail, with excellent investigative skills
- Previous experience of communicating with both internal and external stakeholders
- Previous experience with prioritising workload, staying organised and calm under pressure
Rewards and Benefits
- 7 weeks pro rata annual leave
- Your birthday as a paid day off
- Cash Health Plan provided by Simply Health
- Vets Now For You – reward gateway giving discounts and cashback with 100’s of retailers
- Family-friendly policies including sick, maternity, paternity and adoption pay schemes
- UK Standard Pension contributions – 5% Employee/3% Employer
- Up to 50% discounted staff pet care
- Paid volunteering days
- Death in service of two times annual salary
We welcome applications from candidates of all backgrounds, including those from diverse and minority groups. As a Disability Confident Employer, we encourage candidates with disabilities and health conditions to apply and are committed to providing reasonable adjustments throughout the recruitment process.
Enquiries Assistant employer: Vets Now
Contact Detail:
Vets Now Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Enquiries Assistant
✨Tip Number 1
Familiarise yourself with Vets Now's services and values. Understanding their commitment to emergency and critical care will help you align your responses during interviews, showcasing your passion for excellent customer service in the veterinary field.
✨Tip Number 2
Practice handling difficult calls by role-playing with a friend or family member. This will help you develop your communication skills and prepare you for the types of challenging situations you may encounter as an Enquiries Assistant.
✨Tip Number 3
Highlight your organisational skills by preparing examples of how you've successfully managed multiple tasks or prioritised workloads in previous roles. This will demonstrate your ability to maintain service levels under pressure.
✨Tip Number 4
Research common customer service improvement strategies and be ready to discuss how you can implement these at Vets Now. Showing initiative in identifying improvement opportunities will set you apart from other candidates.
We think you need these skills to ace Enquiries Assistant
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and skills required for the Enquiries Assistant position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your passion for customer service and your ability to handle difficult calls. Use specific examples from your past experiences to demonstrate your skills in communication and problem-solving.
Highlight Relevant Experience: In your CV, emphasise any previous roles where you managed customer enquiries or complaints. Include details about your administrative skills and your ability to work under pressure, as these are crucial for the role.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. Ensure that your writing is clear, professional, and reflects the attention to detail that Vets Now values.
How to prepare for a job interview at Vets Now
✨Research Vets Now
Before your interview, take some time to learn about Vets Now and their mission in emergency pet care. Understanding their values and services will help you align your answers with what they are looking for in a candidate.
✨Showcase Your Customer Service Skills
As an Enquiries Assistant, you'll be dealing with clients and their concerns. Prepare examples from your past experiences where you successfully handled difficult calls or complaints, demonstrating your ability to stay calm and resolve issues effectively.
✨Highlight Your Administrative Abilities
The role requires strong administrative skills. Be ready to discuss how you've managed workloads, prioritised tasks, and maintained attention to detail in previous positions. Mention any relevant software experience, especially with Microsoft packages.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving and communication skills. Think of situations where you had to use tact and diplomacy to handle challenging interactions, and be prepared to explain your thought process.
